Join PlanSource CCO Nancy Sansom as she walks through moments in the employee life-cycle and examines how technology can vastly enhance the benefits experience for employees and the HR teams that support them. From open enrollment to life events and new hires, to ongoing billing and ACA compliance, she'll discuss where technology not only enhances the benefits package but is essential to a successful benefits experience.

1. Save Paper, Trees, Time and
Money: Using Technology to Build
the Best Benefits Experience
November 15, 2018 | Tweet with us using #PSwebinar

2. Nancy Sansom
Chief Commercial Officer
#PSwebinar

3. Benefits: A
Complex and
Changing
Landscape
The Best
Benefits
Experience
Customer
Stories
Unconventional
Questions to
Ask
#PSwebinar

4. Benefits: A
Complex and
Changing
Landscape
The Best
Benefits
Experience
Customer
Stories
Unconventional
Questions to
Ask
#PSwebinar

5. Complex benefits require a
deep feature-set
Prevalent benefits models
are rapidly evolving
Benefit integration requires
domain-specific expertise
Evolving regulations require
continuous investment
Why are benefits so complex?
#PSwebinar

6. Technology
is changing the
way that benefits
are bought, sold
and managed.
#PSwebinar

7. Brokers are bringing best-in-class benefits solutions to their clients, and
will eventually bring HCM solutions to their clients.
Carriers
Are burdened
with regulatory
compliance and
constrained by
inflexible and
outdated legacy
systems.
#PSwebinar

8. Brokers are bringing best-in-class benefits solutions to their clients, and
will eventually bring HCM solutions to their clients.
Carriers
Need new ways
to affordably
reach today’s
consumers and
educate them on
the value of their
products.
#PSwebinar

9. #PSwebinar

10. are concerned about controlling costs,
increasing efficiency, ensuring legal
compliance and improving workforce
engagement.
Employers
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11. Sources: U.S. Bureau of Labor Statistics, The International Foundation of Employee Benefits Plans
Despite the investment,
30% of employees don’t
perceive value in their
benefits, and 50% don’t
understand them.
A Significant Investment for Employers
Employee Salaries
Benefits Cost
25-40%
#PSwebinar

12. Employer Contribution
71%
Employee Contribution
29%
A Significant Investment for Families
Source: Kaiser Family Foundation
Cost of medical insurance
$18K per year
#PSwebinar

13. Top 4 Expenditure for Consumers
Source: Bank of America
Housing Transportation Child care
Health care
#PSwebinar

14. need to become more educated
buyers as employers ask them to
take on more responsibility for
their health and well-being.
Employees
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15. #PSwebinar

16. Expect an enjoyable retail shopping
experience, and need great decision
support and mobile access.
Employees
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17. Benefits: A
Complex and
Changing
Landscape
The Best
Benefits
Experience
Customer
Stories
Open
Enrollment Best
Practices
#PSwebinar

18. WHY
about the
employee
ALL
care that
people need
TIMELY
we do what
we do

19. The Benefits
Experience
ACA Form 1095-C
New Hires
Employee Contact Center
ACA Form 1094-C
Dependent Eligibility Audit
Total Compensation Statement
Open Enrollment
Life Event
Billing
Analytics
January
AprilOctober
July
ACA Measurement
#PSwebinar

20. New Hires
ACA Form 1095-C
Employee Contact Center
ACA Form 1094-C
Dependent Eligibility Audit
Total Compensation Statement
ent
Billing
January
April
July
ACA Measurement
#PSwebinar

21. New Hires
Employee Contact Center
April
ACA Measurement
Custom
New Hire
Communications
Automated New Hire
Communications/
Templates
Modern, Intuitive
Benefits Shopping and
Enrollment
Guided Employee
Enrollment Via the
Contact Center
#PSwebinar

22. Employee Contact Center
New Hires
ACA Form 1094-C
Dependent Eligibility Audit
Total Compensation Statement
April
July
ACA Measurement
#PSwebinar

23. Employee Contact Center
Benefits Education
and Guidance
Technical Support
(“How do I…”)
Password and Login
Assistance
Phone-Based
Enrollment
#PSwebinar

24. Employee Contact Center
Urgent Coverage
Resolutions
Claims and Billing
Assistance and Triage
Employee
Advocacy
Life Event/Lost Card
Assistance

25. “Lori assisted me with my husband’s attempt to get a
medical necessity exception through our insurance
company….
Once I contacted Lori, I felt the weight of the world lift.
She assured me that she was going to do everything she
could to advocate for my husband and completely took
over the process of coordinating everything with our doctor
and insurance carrier. She kept me informed through the
entire ordeal. She worked tirelessly to help us through the
process and we eventually received notice that the request
had been granted.”
Rachel
#PSwebinar

26. Open Enrollment
ACA Form 1095-C
D
Total Comp
Life Event
Billing
Analytics
January
O
ctober
#PSwebinar

27. Open Enrollment
Life Ev
Analytics
O
ctober
HR oversight,
reporting and
reminders
Complex
eligibility
requirements
Custom open
enrollment
communications
Mobile-friendly
shopping and
enrollment
Contact center
guidance and
enrollment
#PSwebinar

28. Billing
ACA F
New Hires
Employee Contact Center
ACA F
De
To
Open Enrollment
Life Event
Analytics
January
A
pril
O
ctober
July
ACA Me
#PSwebinar

29. Billing
Life Event
July
Software
Creation of self-bills
Reconciliation of carrier bills
Services
Reconcile carrier bills
Pay multiple carrier bills
+
#PSwebinar

30. Life Event
ACA
Employee Co
Open Enrollment
Billing
Analytics
January
October
July
#PSwebinar

31. ACA Form 1095-C
ACA Form 1094-C
ACA Measurement
New Hires
Employee Contact Center
Dependent Eligibility Audit
Total Compensation Statement
January
April
July
#PSwebinar

32. ACA Form 1095-C
ACA Form 1094-C
New Hires
Employee Contact Center
Dependent Eligibility Audit
Total Compensation Statement
January
April
July
#PSwebinar

33. ACA Form 1095-C
New Hires
Employee Contact Center
ACA Form 1094-C
Dependent Eligibility Audit
Total Compensation Statement
Open Enrollment
Life Event
Billing
Analytics
January
AprilOctober
July
ACA Measurement
#PSwebinar

34. Dependent Eligibility Audit
ACA Form 1095-C
New Hires
Employee Contact Center
ACA Form 1094-C
Total Compensation Statement
January
April
ACA Measurement
#PSwebinar

35. Dependent Eligibility Audit
New Hires
Contact Center
ACA Form 1094-C
Total Compensation Statement
April
ACA Measurement
Reduce medical premiums
and/or claims costs
Eliminate stop-loss exposure and
ERISA and SOX violations
Improve compliance with your
SPDs and HR policies
#PSwebinar

36. Dependent Eligibility Audit
New Hires
Contact Center
ACA Form 1094-C
Total Compensation Statement
April
ACA Measurement
6% of covered dependents are
typically deemed ineligible.
#PSwebinar

37. Dependent Eligibility Audit
New Hires
Contact Center
ACA Form 1094-C
Total Compensation Statement
April
ACA Measurement
Employees: 1,000
Employees Audited: 437
Dependents Audited: 975
% Deemed Ineligible: 7.5%
Annual Savings:
$450,000
#PSwebinar

38. Dependent Eligibility Audit
New Hires
Contact Center
ACA Form 1094-C
Total Compensation Statement
April
ACA Measurement
Employees: 4,500
Employees Audited: 1,625
% Deemed Ineligible: 15%
Annual Savings:
~$800,000
#PSwebinar

39. Dependent Eligibility Audit
ACA Form 1095-C
New Hires
Employee Contact Center
ACA Form 1094-C
Total Compensation Statement
Open Enrollment
nt
ling
Analytics
January
April
October
July
ACA Measurement
#PSwebinar

40. #KRONOSWORKS © KRONOS INCORPORATED │ NOVEMBER 6, 2018 │ "40
Dependent Eligibility Audit
ACA Form 1095-C
New Hires
Employee Contact Center
ACA Form 1094-C
Total Compensation Statement
Open Enrollment
t
ing
nalytics
January
April
tober
July
ACA Measurement

41. #PSwebinar
How Much Should the HR Team Do?

42. Rise of Benefits Outsourcing
The cost and complexity of modern human capital management and benefits
administration have sharply increased the demand for outsourcing services.
#PSwebinar
Over 80% of organizations outsource at least one benefits
administration activity, a 41% increase in the last 3 years*
Access to industry expertise Risk ReductionCost control
Top Three Reasons to Outsource (SHRM)
*Source: Employee Benefits News | Guardian Workplace Benefits Study, 5th Edition

43. Benefits: A
Complex and
Changing
Landscape
The Best
Benefits
Experience
Customer
Stories
Unconventional
Questions to
Ask
#PSwebinar

44. #PSwebinar

45. 20,000+ employees
900+ schools with capacity
to serve 130,000 children
Operating in 36 states
and internationally
Headquartered in Novi, Michigan
PlanSource customer since 2010
#PSwebinar

46. Lean HR team for a
company with
20,000+ employees
Learning Care Group Workforce
Workforce
distributed across
900+ locations
1,000 new hires per
month (50%+
employee turnover)
Most staff don’t have
work email addresses
or computers
Workforce is 98% female
and 70% are Millennials
(average age of 35)
#PSwebinar

47. Learning Care Group Challenges
The ERP system
didn’t handle
benefits well
Taking calls in-
house and using
paper forms
With high growth and
acquisitions, they
needed scalability
Needed a
streamlined, more
efficient process
#PSwebinar

48. Learning Care Group
decided to outsource their
entire benefits program, so they
could spend less time on
administration, and more time
on strategic initiatives.
#PSwebinar

49. What Did They Outsource?
All ben admin tasks
and approvals
Dependent
verification
Employee
contact center
COBRA
administration services
Custom employee
communications
#PSwebinar

50. What Were the Benefits of Outsourcing?
Focused on helping
employees become
health care consumers!
HR is more strategic;
less focused on
administrative work
Enhanced communications
strategy, with more options
for employees
#PSwebinar

51. Employee Communications
Objective: Provide information to
employees however they want to receive it
Benefits website Educational videos Call center
Text messaging Print and other custom materials Facebook group
#PSwebinar

52. Employee focus group
revealed that Facebook
would be a great option
for benefits Q&A
New for OE this year,
we’ve launched a closed
Facebook group for their
employees
Facebook Group
#PSwebinar

53. 3,000 employees
50 locations
Headquartered in Illinois
Growth through
acquisition
#PSwebinar

54. Tecta America Workforce
Multi-cultural,
decentralized
workforce
Most employees
don’t have
computers or email
They have
high
turnover
#PSwebinar

55. Where They Started
Snail mail
Payroll stuffers
Posters
In-person meetings
Foreman as communicators
#PSwebinar

56. Introducing Technology + Call Center Option
#PSwebinar

57. So, what next for Tecta?
Dependent
eligibility audit
(19% not eligible)
Promote self-service
benefits shopping
and enrollment
Start using text
messaging
communications
#PSwebinar

58. Benefits: A
Complex and
Changing
Landscape
The Best
Benefits
Experience
Customer
Stories
Unconventional
Questions to
Ask
#PSwebinar

59. Playing well with others has
never been more important.
#PSwebinar

60. m
How many years of experience do you have integrating with carrier
and HCM systems? Do you have an API for real-time integration?
Can HR teams see the status of files and other integrations?
#PSwebinar

61. m
It’s more important than ever to ensure that your partner is
SSAE 18 SOC 2 Type 2 audited. Ask to see the roadmap for
security and infrastructure.
#PSwebinar

62. What was your system uptime %
and performance
during Q4 of last year?
#PSwebinar

63. How much – and how often – is the
company investing in its
technology?
#PSwebinar

64. What types of
partnerships do you
have with insurance
carriers?

65. How do you measure
Customer Satisfaction
Customer Love?
#PSwebinar

66. How often do you
measure it? What do
you do with the
information?
#PSwebinar

67. Customer Love
requires engaged
employees
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68. How engaged
are your employees?
What is the tenure of
your staff and voluntary
turnover rate?
#PSwebinar

69. Tip: Check the Glassdoor Reviews
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70. Happy, engaged employees are a must-have for creating the
best benefits experience for HR teams and their employees.
#PSwebinar

71. Q&A
HRCI: 369258
SHRM: Activity 18-5Z5Q9